Operations Escalations Specialist

3 weeks ago


Midrand, South Africa Vodafone Full time

**Role purpose**:
The Fibre escalations Operations specialist will conduct & action root cause analysis and manage trends by implementing process improvements throughout the business. The individual will monitor the day to day SR performance to achieve goals that contribute to the growth of the department. The operations specialist will be responsible to provide guidance and training to inspire the team to perform at their optimum.

**Your responsibilities will include**:
The Operations Specialist will be accountable for the Daily SR Management of Fibre customer escalations and address non-compliance within the Escalations Team
Conduct weekly operational meetings with network operators to identify and resolve any challenges in service delivery and ensure standards are adhered to with regards to customer experience
Initiate and Execute Special Investigation Projects identified from root cause analysis reports and trends.
Perform 2nd level escalation to Network providers to assist to fast track escalations
The Operations specialist will monitor and report on daily network operator outages to Manager and EhoD: Service Delivery and communicate to the escalation team
Provide insights and information related to Root causes and/or special projects to enable the escalation team to achieve a quicker turnaround time on escalated queries.
Unblock any bottlenecks experienced by the team with the resolution of escalation
Initiate Root Cause Analysis projects

**Must have technical / professional qualifications**:
Matric, plus (Essential)
Relevant Technical Qualification (e.g. engineering) - Degree/Diploma/T3/S4/N6 National Diploma (Desirable)
A minimum of 3 - 5 years relevant experience in a customer management/service delivery role with Fibre/Fixed Telecoms (essential)
A minimum of 3-5yrs telecommunications experience.

**Core competencies, knowledge and experience**:
Excellent Business Writing and Communication Skills
Confidence and skillful negotiating skills
Customer Service Experience
Escalation management
Problem & identification management
Strong organizational skills
Problem solving
Time management
Strong People Skills and Experience

**System knowledge**:
Siebel
MSPI
Axess
CPS
MS Office (Excel/Word/PPT)

Closing date for Applications**: 06 July 2023.**

The base location for this role is, **Midrand, Vodacom Campus.**

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Vodacom is committed to an organisational culture that recognises, appreciates and values diversity & inclusion.



  • Midrand, South Africa Vodafone Full time

    **Role purpose**: The Fibre escalations Operations specialist will conduct & action root cause analysis and manage trends by implementing process improvements throughout the business. The individual will monitor the day to day SR performance to achieve goals that contribute to the growth of the department. The operations specialist will be responsible to...


  • Midrand, South Africa Vodafone Full time

    **Role purpose**: The Escalations Functional specialist will be accountable for drafting, interpreting and analysing management information and statistical reports related to escalations. The individual will be responsible to propose action plans whilst maintaining relationships with key stakeholders in accordance with support area dependencies. **Your...


  • Midrand, South Africa AdaptIT Full time

    **Listing reference**: adapt_000134**Listing status**: Online- **Position summary** **Industry**:IT & Internet - **Job category**:Hospitality, Hotel, Catering, Tourism and Travel**Location**:Midrand - **Contract**:Permanent**EE position**:No**About our company** - A provider of leading specialised software and digitally-led business solutions that assist...


  • Midrand, South Africa Liquid Tech (Pty) Ltd. Full time

    **Role Purpose** The Customer Operations Manager (COM) of Strategic Accounts is a leadership position responsible for overseeing and managing the operational aspects of the company's key customer accounts. The Customer Operations Manager must ensure that operations are efficient, cost-effective, and meet quality standards. **Role Description** Customer...

  • Operations Specialist

    4 weeks ago


    Midrand, South Africa Nipro Europe Group Companies Full time

    **ABOUT THE ROLE**: The Operations Specialist will be responsible for all operational duties including inventory management, inbound flow, set-up and adjustment of sales forecast, the strategic development and execution of future production needs for local suppliers. He/she will comply to existing Supply Chain procedures for planning and sourcing purposes...


  • Midrand, South Africa Vodafone Full time

    **Role Purpose**: Assure preventative and reactive maintenance services performance and quality delivery in the network field operations. The individual will be accountable to instil operating cadence that promotes adequate governance structures, controls, and measures for KPI’s and SLAs in the Field Force Operations (FFO). The individual will need to...


  • Midrand, South Africa Nexio Full time

    **ROLE PURPOSE** As part of the Customer-facing Nexio SOC team, the Specialist: Cybersecurity Analyst plays a critical role in monitoring, detecting, and responding to cybersecurity incidents within a Security Operations Center. The Cybersecurity Analyst utilizes incident handling methodologies to validate security events, assess severity levels, and provide...


  • Midrand, South Africa MSD Full time

    We partner with the business to ensure we maintain our company’s values and high ethical standards, comply with the law, protect our people and enhance our reputation. We strive to foster an environment that is inspiring, supportive and diverse **Description** The role of Business Practice Specialist will focus on supporting the execution of Compliance...


  • Midrand, South Africa Nexio Full time

    **ROLE PURPOSE** As part of the Customer-facing Nexio SOC team, the Senior Specialist: Cybersecurity Analyst plays a critical role in monitoring, detecting, and responding to cybersecurity incidents within a Security Operations Center. The Cybersecurity Analyst utilizes incident handling methodologies to validate security events, assess severity levels, and...


  • Midrand, South Africa Nexio Full time

    **ROLE PURPOSE** As part of the Customer-facing Nexio SOC team, the Cybersecurity Incident Management Specialist is a crucial role within an organization's cybersecurity team. The primary responsibility of the Cybersecurity Incident Management Specialist is to detect, respond to, investigate, and mitigate cyber threats and incidents that occur within the...


  • Midrand, South Africa Siemens Energy Full time

    Experienced Professional **About the role** **Location**: Johannesburg, South Africa **Department**: Human Resources, HR PS&S **Mode of Employment**: Permanent **Position Title**: RegionalPayroll Specialist - Africa Region **ASnapshot of Your Day** Aspart of a wider HR transformation program and the spin-off of Siemens Energyfrom Siemens, the payroll...


  • Midrand, South Africa Nexio Full time

    **ROLE PURPOSE** Nexio is a specialist ICT solution provider that helps clients build, support, and manage their IT infrastructures. We have operations in all 9 provinces across the country, over 200 clients and over 500 employees and as a Level 1 BBBEE we put to practice our commitment to South Africa’s transformation agenda, we are at the forefront...

  • Control Room Operator

    4 weeks ago


    Midrand, South Africa Express Employment Professionals Full time

    Job Purpose:To provide a 24/7 camera- and alarm surveillance on sites, tracking, mobile tracking, call centre, incident management and operational support for critical services that support the operations of the company and to ensure that all matters are addressed in a prompt, efficient, and professional manner.Education and Experience:Matric / Grade 12 or...

  • Control Room Operator

    4 weeks ago


    Midrand, South Africa Express Employment Professionals (Witbank) Full time

    Job Purpose:To provide a 24/7 camera- and alarm surveillance on sites, tracking, mobile tracking, call centre, incident management and operational support for critical services that support the operations of the company and to ensure that all matters are addressed in a prompt, efficient, and professional manner.Education and Experience:Matric / Grade 12 or...


  • Midrand, South Africa Vodafone Full time

    **.**: **When it comes to putting people first, we're number 1.** The number 1 Top Employer in South Africa. Certified by the Top Employer Institute 2024. **Role Purpose/Business Unit**: Do you have a vision for how technology can empower businesses and individuals alike? If so, we have an exciting opportunity for you! In this role you will be part of a...


  • Midrand, South Africa Vodafone Full time

    **Role purpose**: The ERP operations specialist is responsible for the delivery and support of robust and scalable solutions. The incumbent's responsibilities: Manage operational support of existing Oracle Fusion-based JMS as well as REST-based API interfaces between local systems and the Vodafone SAP ERP platform Collaborate with multiple support teams...


  • Midrand, South Africa Network Contracting Full time

    The Specialist of PTP (Payroll Accounting) will ensure the complete, accurate and timely accounting of all payroll transactions, relevant to general ledger, in accordance with defined operating procedures, policies, SOX, compliance and business partner service level agreements. Month-end and ad-hoc reporting will be a key part of responsibilities. The...


  • Midrand, South Africa The Foschini Group Full time

    **Job ID**:17078**Position Type**:Full-Time**Job Function**:Retail Stores**Workplace Type**:Stores**Division**:Foschini**Province**:Gauteng**Location**:Johannesburg North**Suburb**:Midrand (Midrand)Position Description: FOSCHINI offers a DYNAMIC and FUN working environment, with outstanding CAREER OPPORTUNITIES... If you have a Friendly, Real, Expressive &...


  • Midrand, South Africa SACAA Full time

    **Site and Airline Inspections** - conduct routine inspections such as the inspection of a station facility, apron, en-route operation and base and carry out oversight or checks considered necessary at prescribed intervals; - assess the effectiveness of the operator’s SMS and the level of resources allocated to it; - conduct such inspections or oversight...


  • Midrand, South Africa Vodafone Full time

    **Role Purpose**: To ensure the quality implementation and maintenance of the collocated RAN and MTX/MSC/BSC maintenance through collaborations with regional plant specialists. The management of the maintenance budget and processing of quotes while ensuring that related documentation is processed and invoiced in a timeous manner, to ensure maintenance...